Tag Archives: Trust Based marketing

Customer Experience is the “New” Marketing

Sincerity and competence are the currencies of customer interaction. Consumers may sometimes engage with a brand after seeing clever commercials or hearing a catchy jingle, but they are not very likely continue to be the customers after they encounter indifference … Continue reading

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Top 5 Reasons why Customer-Centric Efforts Fail

  Customer Experience Management is a holistic discipline involving all functional departments of a company (see examples here and here). However, many companies treat it as a set of “initiatives” limited to customer-facing units of the organization. The use of … Continue reading

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Social Media and The Future of Advertising

“Doing business without advertising is like winking at a girl in the dark. You know what you are doing, but nobody else does.”   This quote is often credited to Dr. Steuart Henderson Britt, author of Marketing Management and Administrative … Continue reading

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Customer Experience is Everybody’s Business – Marketing

Most CEM practitioners and writers are concentrating their attention on the delivery stages of the customer journey that involve front line employees and processes. In many cases it is a low hanging fruit area, where a high return on relatively … Continue reading

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How Online Customer Reviews can help “Brick & Mortar” Retailers

While marketers and researchers slice and dice social media noise, or chasing a diminishing number of customers who still are willing to respond to survey requests, customer review data is not being explored to its potential both online and off. … Continue reading

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